EHR Implementation Manager

3–5+ years of experience in SaaS or healthcare IT implementations, including experience in customer-facing role. Proven ability to lead cross-functional teams through requirements gathering, implementation planning, and go-live execution. Demonstrated ability to build and maintain strong customer relationships. Strong understanding of healthcare integration standards such as HL7, FHIR, and RESTful APIs. Experience integrating with leading EHR systems (Epic, Cerner, athenahealth, etc.). Experience with user acceptance testing, software QA, and resolving implementation-related issues. Familiarity with healthcare workflows, clinical operations, and billing/claims processes. Excellent communication and problem-solving skills, with the ability to translate technical topics for non-technical audiences. Experience with project management tools (e.g., Jira or similar platforms). Comfortable working in fast-paced, remote environments with shifting priorities.

Oversee the full implementation lifecycle for new customers and platform expansions, ensuring timely delivery, quality outcomes, and high customer satisfaction. Serve as the primary project manager on implementation initiatives, managing scope, timeline, risks, and stakeholder communication. Collaborate closely with Sales, Customer Success, Product, Engineering, Data Governance, and Clinical Operations to ensure alignment throughout the implementation lifecycle, enabling seamless delivery to the customer. Serve as the voice of the customer in technical and design discussions, helping define business requirements and translate them into actionable solutions. Troubleshoot technical issues in real-time, coordinating with internal teams and customer stakeholders to resolve blockers. Guide EHR integration workflows, including FHIR and custom API implementations across major platforms (e.g., Epic, Cerner, athenahealth). Partner with Engineering and Data Governance to validate data flows and ensure configurations align with customer workflows and API-based integration. Ensure accurate execution of commitments outlined in Statements of Work (SOWs). Monitor and report on implementation performance, customer satisfaction, and team capacity metrics. Continuously improve implementation processes, documentation, and internal knowledge sharing. Provide input to Product and Engineering based on implementation experience and customer feedback. Support high-impact customer and internal initiatives in partnership with Customer Success and technical teams. Stay current on industry trends and best practices for SaaS and healthcare IT implementations. Promote a culture of knowledge sharing across the organization to strengthen domain expertise.